Complaints Process

Concerns or feedback on our service?

Rothbury are always looking for opportunities to understand our clients better. We appreciate when clients take the time to notify us of any concerns and are open to receiving your feedback on ways we can improve the service we deliver.

Improving our Service

Some complaints may be resolved immediately and others may require no action but every complaint is important and we review all complaints regularly to establish where there are opportunities to make your experience that much better in the future.

When a complaint is made that cannot be resolved immediately we will:

• Record your complaint, you may be asked to complete a Complaint form
• Acknowledge your complaint if a response is appropriate
• Investigate and review your complaint
• Propose a resolution where applicable

Our guide will help you understand these steps and what to expect when a complaint is made.